N3 Customer Satisfaction
N3 Customer Satisfaction is a key measure for N3 Service Provider and allows N3SP to monitor the levels of satisfaction of customers who use the N3 Network. N3SP is measured on the Dissatisfaction Service Measure score (DSM) with a target of less than or equal to 16%.
N3SP outsource the administration of the Customer Satisfaction process to an independent industry leader in market research, GFK-NOP who fully administer and conduct the Customer Satisfaction process.
A minimum of two Customer Satisfaction survey waves are completed every year. The survey is made up of the following interviews:
- Event Driven Surveys for N3 Delivery and Incident Management
- Perception Surveys for all aspects of the N3 Service
- Face to Face interviews
The surveys are dynamic, interviewees and content are continuously changed. Recent changes to the survey include amending the Service Portal and CRM questions to clarify survey feedback.
Customer satisfaction results are collated and shared with NHS Connecting for Health and NHS National Services Scotland. Survey feedback initiates action planning to address areas of poor response. This is fed into N3SP's continuous improvement programme to improve customer experience, internal processes and train staff and suppliers.
The N3SP Customer Satisfaction ‘Dissatisfaction Service Measure' (DSM) score for Wave 12 stands at 11%, an increase of 1% on the previous wave (10%).
We've made improvements to our Account Management, network performance by upgrading our internet gateway, implemented IPstream with greater bandwidth and working with our suppliers to resolve issues. We've developed the navigation and functionality in the CRM and made enhancements to the N3 website. The results reflect this and with your feedback we will continue to improve. Click on the links below to read a more detailed view of the results:
Graeme Wallace, N3SP Customer Satisfaction Programme Manager encourages those that are approached to take part:
"The N3SP Customer Satisfaction survey provides our customers with an opportunity to provide valuable and welcomed feedback to both N3SP and NHS Connecting for Health. If you are contacted to take part, give us your views and tell us about your N3 experiences. All feedback is reviewed in detail and all constructive comments are investigated and followed up, with the customer's consent. It is an excellent investment of your time."
